IT Support Analyst
6 days ago
Are you passionate about providing top-tier IT support and solving complex technical challenges? Do you thrive in dynamic environments where teamwork and innovation are celebrated? Join our dedicated IT team as a Support Analyst and make an impact by empowering our organization through exceptional technology support.
**About the Role**:
As a Support Analyst, you will be the first point of contact for our customers, handling incident triage, service requests, and ensuring seamless technology experiences. Reporting directly to the IT Manager, your role will be crucial in maintaining service excellence while fostering positive user interactions.
**Key Responsibilities**:
- Take ownership of assigned incidents, service requests, and tasks, ensuring timely resolution.
- Adhere to IT Service Level Agreements (SLAs) to prioritize and manage work efficiently.
- Gather relevant information from users and triage tickets to appropriate support groups.
- Maintain and update technical documentation regularly.
- Deliver VIP support to senior executives with professionalism and discretion.
- Perform onboarding and offboarding for employees while following security protocols.
- Support audio-visual equipment use in boardrooms.
- Handle hardware support, including repairs for desktops, laptops, and printers.
- Share knowledge with teammates and participate in on-call rotations for after-hours support.
**What We’re Looking For**:
**Education & Experience**:
- Minimum of 5 years’ experience in service desk and desktop support.
- A+ Certification or equivalent education.
- ITIL Foundations certification or equivalent experience.
**Technical Expertise**:
- Experience with mobile scanning/printing technology (Zebra preferred).
- Knowledge of enterprise antivirus and asset management tools.
- Proficiency in Windows 10 and 11, Office 365, and Active Directory.
- Familiarity with telephone systems (Avaya preferred) and network printer support.
**Soft Skills**:
- Exceptional communication and customer service skills.
- Strong problem-solving mindset with a positive attitude.
- Ability to prioritize and manage multiple issues simultaneously.
- Highly organized and detail-oriented.
**Why Join Us?**
- **Hybrid Work Model**: Enjoy a balanced work environment with one week onsite every 3-4 weeks.
- **Learning & Growth**: We invest in your professional development and encourage knowledge sharing.
- **Inclusive Culture**: Be part of a supportive team that values collaboration and innovation.
- **Challenging Projects**: Solve meaningful technical issues while contributing to strategic IT goals.
**Working Conditions**:
- Hybrid office environment.
- Participation in after-hours on-call rotation.
- Occasional lifting of IT equipment may be required.
**Job Types**: Full-time, Permanent
Pay: $50,000.00-$70,000.00 per year
**Benefits**:
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
Flexible language requirement:
- French not required
Schedule:
- Monday to Friday
- On call
Ability to commute/relocate:
- Calgary, AB T2K 5R9: reliably commute or plan to relocate before starting work (required)
**Experience**:
- IT support: 4 years (required)
Licence/Certification:
- CompTIA A+ (preferred)
- ITIL Certification (preferred)
Work Location: In person
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